Refund policy
1. General Terms and Scope
We hope you enjoy your PXN products. If you are not completely satisfied with a product purchased through PXN official channels (shop.e-pxn.com), we will assist you in processing a return, refund, or warranty service, provided that the terms of this policy are met.
This policy covers returns, refunds, exchanges, and warranty services for products purchased through PXN official channels (shop.e-pxn.com). If you made a purchase through a third-party platform or an authorized distributor, please prioritize contacting that platform or distributor directly for assistance.
This policy applies only to returns and refunds. PXN does not offer exchanges after delivery. If you would like to change the model, please follow the return process and place a new order. For orders that have not yet been shipped, you may contact customer service to request a cancellation or modification. Success depends on warehouse processing status and is not guaranteed.
2. Order Modification or Cancellation
If your order has not shipped and you wish to modify or cancel it, contact officialstore@e-pxn.com as soon as possible. If you decide to cancel/change the order, please email us. We will NOT accept order cancellation requests after 3 hours of purchase. Due to automated processing, modification cannot be guaranteed. If shipping cannot be halted in time, please follow the return process.
3. Return Period
You may submit a return request within 30 calendar days of receiving the product (based on the carrier's "delivered" time). Returns will not be accepted for orders older than 30 calendar days.
4. Return and Refund Conditions
In the following cases, PXN reserves the right to refuse a return or deduct resale depreciation fee of 15%.
1. Obvious signs of use that affect resale (such as wear, scratches, stains, odors, adhesive residue, etc.).
2. Missing components (manuals, warranty cards, cables, accessories, tools, stickers, etc.) or damaged/missing original packaging.
3. Damage caused by misuse, unauthorized disassembly, modification, or improper handling (unless due to a verified manufacturing defect).
4. Gifts must be returned with the main product. If gifts cannot be returned or are used/damaged, their suggested retail price will be deducted from the refund.
5. No valid proof of purchase is provided, or the document is suspected to be falsified.
6. Other situations where applicable consumer protection laws allow PXN to decline a return.
Please keep products and packaging unused, unactivated, intact, clean, and free from personal markings. When returning items, package appropriately to protect the original product packaging, and avoid attaching labels or writing directly on the original packaging.
Returns that do not meet the conditions above may be rejected.
5. Return Process
To initiate a return, please follow these steps:
1. Submit Return Request
Contact officialstore@e-pxn.com and provide your order number/proof of purchase, a description of the issue, and photos or videos (for quality concerns). Keep and upload a copy of your purchase receipt or invoice. Our team will guide you through the return steps and provide a return address.
2. Prepare the Package
Pack the product securely (outer carton recommended) and ensure all accessories are included. Do not place sticky notes, loose papers, or other unnecessary items inside the original packaging.
3. Ship and Confirm
Use a trackable shipping method. After sending, reply with the tracking number so we can follow up and record the return. Shipping fees will be borne by the responsible party (see “Shipping Fees” below).
6. Refunds
Once we receive your returned item, we will inspect and verify that it meets the return conditions. You will receive an email notification regarding the approval or rejection of your refund.
Once the returned product is verified in our warehouse system, PXN will initiate the refund within 7 business days.
Refunds are issued to your original payment method or credit card. The actual arrival time depends on the payment provider.
For non-quality returns, only the product amount will be refunded. Original shipping, transaction fees, and optional services (e.g. insurance) are non-refundable.
If the returned product is missing accessories, has obvious wear, or gifts are not returned, deductions will apply as outlined in Section 4.
After 30 days from the delivery date, returns for refund are generally not accepted.
If the product experiences a technical issue after 30 days, customers may request:
• repair service
• replacement parts
• product exchange
Refunds will only be issued if repair or replacement is not possible.
Customized, personalized, or specially configured products (e.g., engraved, tailored specifications) are not eligible for the 30-day no-reason return policy and are excluded from standard return terms.
7. Return Shipping Policy
Non-Quality Issues
For customer-initiated returns, such as a change of mind or no longer wanting the item, the customer is responsible for the return shipping costs, which are calculated based on the carrier's rates.
Quality Issues
For confirmed quality issues, PXN will cover the return shipping costs and assist with exchanges or refunds.
Second-Hand Products
For second-hand products that are still within the warranty period and have no human-caused damage, PXN will cover the repair fees. However, the customer is responsible for paying the return shipping costs.
Human-Caused Damage
In cases of human-caused damage, the return is eligible, but the customer must bear both the repair costs and the return shipping fees. Additionally, videos and photos must be provided for PXN's assessment.
Note: If the issue originates from our side, PXN will cover the return shipping fees and assist you with exchanges or refunds.
8. Warranty Policy
1. Main Unit Warranty: All PXN products come with a 12-month limited warranty from the date of purchase.
2. Accessory Warranty: All accessories (e.g., mounts, cables, chargers) are covered by a 12-month limited warranty from the date of purchase.
Warranty does not cover gifts, damage caused by misuse, accidents, unauthorized modifications, or normal wear and tear. For full terms, please refer to the product manual or contact customer service.
9. Third-Party Sellers
After-sales rules differ by platform. Please follow the policy of your purchase channel.
If you purchased through an authorized PXN reseller or distributor, please contact them first for assistance. If they are unable to resolve your issue, feel free to reach out to the official PXN support team for further help.
Contact Us
Customer Service Email: support@e-pxn.com
Service Hours: As detailed on the PXN website. We will respond as quickly as possible to assist with your request.